LA Sanitation recognized for telecommuting shift

The Los Angeles Sanitation & Environment agency (LASAN) has been honored by the California Association of Sanitation Agencies for its Customer Care Center Telecommute Program LASAN enacted after COVID-19 workplace restrictions were introduced.

LASAN says it has been presented with the 2020 Organizational Excellence Award by the association. Because of its program, LASAN says its Customer Care Center was able to transition 120 staff members into working from home “without any disruption” to LASAN service at the outset of the COVID-19 epidemic.

“LA Sanitation & Environment provides critical services throughout the city that protect public health and the environment,” says LASAN Director and General Manager Enrique C. Zaldivar. “Ensuring continuity of services by being prepared for unexpected emergency scenarios is part of how we maintain our organizational excellence.”

Beginning in 2019, the LASAN Customer Care Center began developing a program that would enable its staff to work remotely from any location using Amazon Connect. Amazon Connect possessed the cloud-based capability of connecting employees with incoming call volume from any remote location, says LASAN.

Because of LASAN’s advanced planning, the telecommute program was able to roll out immediately and seamlessly once COVID-19 restrictions were in place, says the bureau.

“With Los Angeles residents quarantined at home, calls to our LASAN Customer Care Center have increased from 3,000 to 4,000 calls per day to up to 6,000 calls per day,” says Cecile Buncio, LASAN’s Customer Care Center division manager. She adds, “LASAN staff have been able to continue the same excellent level of service that our fellow Angelenos deserve.”

LASAN says an additional benefit to staff working from home has been that it “helps to reduce emissions from greenhouse gases (GHGs) and criteria air pollutants.”